Segmenting Agents with Groups in Zendesk
How can I segment agents and their tickets using groups in Zendesk?
In Zendesk, you can segment agents and their tickets using groups, which helps organize your support team by specialty, location, or language. Assigning a ticket to a group allows any agent within that group to take ownership, facilitating efficient ticket management. You can create views to list tickets assigned to each group, tailoring your ticket management strategy to your team's needs.
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What is the default group in Zendesk and how can I manage it?
The default group in Zendesk is called 'Support', and it's where you and any new agents are automatically added. This group is essential as a group is required to assign and solve tickets. You can create new groups and manage agent membership…
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What are user and organization tags in Zendesk and how are they used?
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What are the different user roles in Zendesk Support?
Zendesk Support includes several user roles: customers (or end users), agents, administrators, and the account owner. Customers request assistance, while agents solve tickets. Administrators manage the Zendesk account, and the account owner has…
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